7. Social Housing Charter Performance 2024-25 and 2025 Engagement Plan
Renfrewshire Council · 13 May 2025
Back to Communities and Housing Policy Board — 13 May 2025 and its agenda
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___________________________________________________________________ To: Communities and Housing Policy Board On: 13 May 2025 __________________________________________________________________ Report by: Director of Environment, Housing and Infrastructure ___________________________________________________________________ Heading: Social Housing Charter Performance 2024/25 and 2025 Engagement Plan ___________________________________________________________________ 1. Summary 1.1 Local Authorities and Registered Social Landlords are required to submit an Annual Return on the Charter relating to service performance to the Scottish Housing Regulator (SHR). 1.2 The Annual Charter Return consists of 32 performance indicators and 14 contextual indicators and is submitted to the SHR at the end of May each year. This report provides an update on performance against the Charter indicators for the year 2024/25. 1.3 There are three Indicators (one relating to RSLs and two relating to Gypsy travellers) that are not applicable to Renfrewshire. Since April 2024, of the 29 remaining indicators, the majority – seventeen– have improved, four have dipped in performance and eight have remained unchanged. 1.4 Each year the Scottish Housing Regulator publishes an Engagement Plan for all Local Authority Housing Services and Registered Social Landlords. A summary of our Engagement Plan is provided within this report. ___________________________________________________________________ 2. Recommendations It is recommended that the Communities and Housing Policy Board: 2.1 Note the 2024/25 report on Scottish Social Housing Charter Performance attached as Appendix 1; and 2.2 Note the 2025 Engagement Plan from the Scottish Housing Regulator. ___________________________________________________________________
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3. Charter Report for 2024/25 3.1 The Scottish Social Housing Charter report provides information for 2024/25 on: Section 1 – performance information against the Charter indicators along with comparative data for the last three years and the average figure for the past three years, where this is applicable; Section 2 – information on contextual indicators collected by the Scottish Housing Regulator; and Section 3 – management information for key areas of the housing service – allocations and managing tenancy change; repairs; homelessness and housing advice; and rent arrears. 3.2 The Charter data for 2024/25 displays improved or stable performance in most indicators, with seventeen indicators improving from last year. There have been significant levels of improvement particularly notable in relation to void property management, rent arrears performance, emergency repairs and adaptations. The indicators with improved performance are: Indicator 6 – Percentage of stock meeting the Scottish Housing Quality Standard (SHQS); Indicator 8 – Average length of time taken to complete emergency repairs (hours); Indicator 9 – Average length of time taken to complete non- emergency repairs (days); Indicator 10 – Percentage of reactive repairs carried out in the last year completed right first time; Indicator 11 – How many times in the reporting year did you not meet your statutory obligations to complete a gas safety check within 12 months of a gas appliance being fitted or its last check? Indicator 12 – Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service; Indicator 14 – Percentage of tenancy offers refused during the year; Indicator 17 – Percentage of lettable houses that became vacant in the last year; Indicator 18 – Percentage of rent lost to properties being empty during the last year; Indicator 19 – Number of households currently waiting for adaptations to their home; Indicator 20 – Total cost of adaptations completed in the year by source of funding (£); Indicator 21 – Average time to complete adaptations; Indicator 22 – Percentage of the court actions initiated which resulted in eviction and the reasons for eviction; Indicator 24 – Homelessness (LAs only) – the percentage of homeless households referred to RSLs under section 5 and through other referral routes;
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Indicator 26 – Rent collected as percentage of total rent due in the reporting year; Indicator 27 – Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year; and Indicator 30 – Average length of time taken to re-let properties in the last year (days). 3.3 Within the data for 2024/25 there are also areas where performance has declined, reflecting the challenges faced by the Council in continuing to provide core housing services. Indicator 3 – The percentage of all complaints responded to in full at Stages 1 and 2; Indicator 4 – The average time in working days for a full response at Stages 1 and 2; Indicator 15 – Percentage of anti-social behaviour cases reported in the last year which were resolved; and Indicator 29 – Percentage of factored owners satisfied with the factoring service they receive. 3.4 Work is ongoing to address Stage 1 complaints performance against a five working day target timescale, including: Additional training focusing on complaints handling and using the complaints system; Support to officers where required; and A regular summary overview of Stage 1 complaints to help with focus on those nearing the target timescale. 3.5 Stage 2 investigations are often complex and require considerable work to achieve a resolution or an appropriate response against a 20-working day target timescale. In addition to the additional training mentioned above, work to address current performance will include new reporting to increase the visibility of ongoing performance so that additional support can be provided where necessary. 3.6 There has been a reduction in cases of Anti-Social Behaviour reported to Housing this year, from 437 in performance year 2023/2024 to 344 in 2024/2025, suggesting that incidences of anti-social behaviour are reducing. The proportion of cases resolved has reduced from 99.3% to 96.8%, which is a reduction of eight cases compared to the previous year. We have recently concluded a pilot project to extend the ways those engaging with the Housing team can report Anti-Social Behaviour, which includes the “ASB app,” The app will exist alongside the traditional reporting methods, including telephone, email, in writing and in person as requested.
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Operating within the context of public protection and in partnership with relevant community safety partners and in recognition of the impact on a victim’s quality of life, we always take cases of Anti-Social Behaviour seriously and make a collective effort to address any issues reported within the options available across the partner organisations. Proactive joint briefings and joint tasking continues, particularly with Police Scotland, Scottish Fire and Rescue Service and the Community Mental Health team to ensure resources are targeting identified areas of concern. 3.7 The Contextual indicators at Section 2 are returned annually to the SHR. Of note, the number of voids at the year-end has reduced considerably by 200 properties to 346 and the number of lets has increased to 1,032 compared to 949 last year, as has the number of applicants on the housing list at the year end. There has also been a noticeable reduction in the number of abandonments over the year. 3.8 Management information in Section 3 notes the following: In regard to allocations and managing tenancy changes, it is of note that there is a continued increase in lets associated with the housing-led regeneration programme and there has been a significant increase in lets to homeless applicants. This is in line with the current position of increasing homelessness, both locally and nationally, which has previously been reported to this Policy Board; Repairs completion remains relatively stable and there is some improvement in repairs call handling in the Customer Contact Centre; In homelessness and housing advice, satisfaction levels remain high despite increased pressure on the service. Despite pressures on the service the proportion of assessments increased to 97.8% this year from 95.2%; and There is an improved picture with rent arrears with a reduction of £400,000 in current rent arrears from last year. 4. Service Improvement Plan, reporting performance to tenants and benchmarking performance 4.1 The Environment, Housing and Infrastructure Services 2025-2028 Service Improvement Plan is presented to this Board. Three indicators on service performance are included in the plan and the performance of each is reported accordingly. The indicators are: a. percentage of reactive repairs carried out in the last year completed first time, included in ARC report, Indicator 12; b. percentage of overall repairs completed within target; included in the management information appendix, table 7; and
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c. average length of time taken to complete non-emergency repairs (days), included in the ARC report, Indicator 9 4.2 This year’s performance against the ARC indicators will be reported to the Scottish Housing Regulator no later than 30 May 2025, following this the Scottish Housing Regulator publishes all social landlords’ performance on its website in August each year. In common with other Councils and RSLs, the Council will be required to report its performance against the Charter to all tenants by the end of October 2025. 4.3 In accordance with guidance from the Scottish Housing Regulator and practice over previous years, tenants will be consulted with on the preferred format for the Tenants’ Report. A report will be presented to a future meeting of this Policy Board which benchmarks Renfrewshire Council’s performance in 2024/25 against other Social Landlords 5. Scottish Housing Regulator Engagement Plan 2025 5.1 Each year the Scottish Housing Regulator publishes an Engagement Plan for all local authority landlords and Registered Social Landlords. This year the Engagement plan has asked the Council to: 5.2 Homelessness services – send information required in relation to its homelessness service; tell the Regulator about any emerging issues preventing it from fulfilling its statutory duty to provide temporary accommodation when it should and comply with the Unsuitable Accommodation Order. 5.3 Tenant safety – complete the outstanding electrical and fire safety work as quickly as possible. The Regulator had required that by 30 April 2025 we submit a plan outlining how we would complete the outstanding electrical and fire safety work, including timescales, and how we would maintain future compliance – this has been done. Monthly updates on progress on achieving compliance with electrical safety and fire detection requirements should be sent to the Regulator. The Regulator met with us to discuss handling asbestos management cases. It is engaging with us to seek further information and assurance about our asbestos management processes and planned improvements and by 30 September 2025 we are to provide the Regulator with an update on the actions we are taking in relation to asbestos management. 5.4 A copy of the Engagement Plan can be found at the following address: https://www.housingregulator.gov.scot/landlord- performance/landlords/renfrewshire-council/. ___________________________________________________________________
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Implications of the Report 1. Financial – None. 2. HR & Organisational Development – None. 3. Community/Council Planning Building strong, safe, and resilient communities – Improving and maintaining neighbourhoods and homes. Working together to improve outcomes – Increasing resident satisfaction with neighbourhoods and communities. 4. Legal – None. 5. Property/Assets – None. 6. Information Technology – None. 7. Equality & Human Rights – The Recommendations contained within this report have been assessed in relation to their impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report because it is for noting only. If required following implementation, the actual impact of the recommendations and the mitigating actions will be reviewed and monitored, and the results of the assessment will be published on the Council’s website. 8. Health & Safety – None. 9. Procurement – None. 10. Risks – None. 11. Privacy Impact – None. 12. COSLA Policy Position – N/A. 13. Climate Risk – None. 14. Children’s Rights – None. _________________________________________________________ Background Papers The foregoing background papers will be retained within Housing Services for inspection by the public for the prescribed period of four years from the date of the meeting.
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Report to the Communities and Housing Policy Board on 20 August 2024, ‘Scottish Social Housing Charter: Annual Return 2023/24.’ ___________________________________________________________________ Author: Ray Walkinshaw, Housing Regeneration and Development Manager E Mail: ray.walkinshaw@renfrewshire.gov.uk.
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Scottish Social Housing Charter Outturn Report 2024/2025
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1 Table of Contents 1. Outturn Report ................................................................................... 2 1.1 Overall Satisfaction ............................................................................... 2 1.2 The Customer Landlord Relationship ................................................... 2 1.3 Housing Quality and Maintenance ........................................................ 2 1.4 Neighbourhood and Community ................................................................. 4 1.5 Access to Housing and Support ................................................................... 4 1.6 Getting Good Value from Rents and Service Charges ............................... 5 1.7 Other Customers; Gypsies/ Travellers ................................................... 6 2. Core Contextual Indicators ................................................................. 7 3. Management Information .................................................................. 8
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2 Outturn Report 1.1 Overall Satisfaction No. Indicator 22/23 23/24 24/25 3-year average Notes 1 Percentage of tenants satisfied with the overall service provided by their landlord. (a)82.4%(b)72%0(b)72.0% 77.2% The most recent data relates to the survey conducted in 23/24. The average is the average of the previous two surveys. Sources: (a) 2022 Tenant Satisfaction Survey (b) 2024 Tenant Satisfaction Survey 1.2 The Customer Landlord Relationship Communication No. Indicator 22/23 23/24 24/25 3-year average Notes 2 Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions. (a)91.1%(b)75.1%(b)75.1% 83.1% The most recent data relates to the survey conducted in 23/24. The average is the average of the previous two surveys. Sources: (a) 2022 Tenant Satisfaction Survey (b) 2024 Tenant Satisfaction Survey Complaints No. Indicator 22/23 23/24 24/25 3-year average Notes 3/4 The percentage of all complaints responded to in full at Stage 1 97.9% 93.1% 90.0% 93.5% There were 1,236 Stage 1 complaints received. 1,114 were responded to in full, in an average of 14.4 days. Last year there were 977 stage 1 complaints. The average time in working days for a full response at Stage 1 5.8 days 7.6 days 14.4 days 9.5 days The percentage of all complaints responded to in full at Stage 2. 84.6% 71.7% 88.0% 83.7% There were 142 stage 2 complaints received. 125 were responded to in full, in an average of 28.9 days. Last year there were 53 stage 2 complaints. The average time in working days for a full response at Stage 2. 14.5 days 18.9 days 28.9 days 25.2 days Participation No. Indicator 22/23 23/24 24/25 3-year average Notes 5 Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision- making processes. (a)99.0%(b)83.6%(b)83.6% 91.3% The most recent data relates to the survey conducted in 23/24. The average is the average of the previous two surveys. Sources: (a) 2022 Tenant Satisfaction Survey (b) 2024 Tenant Satisfaction Survey
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3 1.3 Housing Quality and Maintenance Housing Quality No. Indicator 22/23 23/24 24/25 3-year average Notes 6 Percentage of stock meeting the Scottish Housing Quality Standard (SHQS). 67.9% 68.6% 79.9% 72.1% The percentage of stock meeting SHQS has increased significantly to 79.9%. Excluding EICR and smoke detector failures we would be 87% compliant with SHQS 7 Percentage of tenants satisfied with the quality of their home. (a)79.9%(b)71.6% (b)71.6% 75.6% The most recent data relates to the survey conducted in 23/24. The average is the average of the previous two surveys Sources: (a) 2022 Tenant Satisfaction Survey (b) 2024 Tenant Satisfaction Survey Repairs, Maintenance and Improvements No. Indicator 22/23 23/24 24/25 3-year average Notes 8 Average length of time taken to complete emergency repairs (hours). 9.8 5.6 5.2 7.0 hours This year just over 15,000 emergency repairs were completed in 2024/25. The average time to complete continues to improve from 5.6 hours to 5.2 hours. 9 Average length of time taken to complete non- emergency repairs (days). 6.1 7.9 6.9 7.0 days This year 29,259 non- emergency repairs were completed in an average of 6.9 days. This is an improvement in the average time from last year (7.9 days). 10 Percentage of reactive repairs carried out in the last year completed right first time. 90.0% 87.3% 90.1% 89.2% Of the 28,820 relevant reactive repairs carried out in 24/25, 25,967 were completed right first time. This is just short of a 3% improvement on last year. 11 How many times in the reporting year did you not meet your statutory obligations to complete a gas safety check within 12 months of a gas appliance being fitted or its last check? 58 11 5 N/A Renfrewshire Council has always followed the Scottish Government guidance and the more detailed guidance from Gas Safe and HSE. All these services have been completed and there are no outstanding gas services. 12 Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. 73.3% 76.7% 77.2% 76.3% 2,146 tenants responded to the satisfaction survey. Of those, 1,657 said they were satisfied or very satisfied. (12) Source: Point of service survey
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4 1.4 Neighbourhood and Community Estate Management, Anti-Social Behaviour, Neighbour Nuisance and Tenancy Disputes No. Indicator 22/23 23/24 24/25 3-year average Notes 13 Percentage of tenants satisfied with the landlord’s contribution to the management of the neighbourhood they live in. (a)87.0%(b)75.1%(b)75.1% 81.0% The most recent data relates to the survey conducted in 23/24. The average is the average of the previous two surveys. 14 Percentage of tenancy offers refused during the year. 39.3% 37.4% 37.0% 37.9% From 1,557 formal offers there were 568 refusals. 15 Percentage of anti-social behaviour cases reported in the last year which were resolved. 98.0% 99.3% 96.8% 98.1% 333 of the 344 cases were resolved. Sources: (a) 2022 Tenant Satisfaction Survey (b) 2024 Tenant Satisfaction Survey 1.5 Access to Housing and Support Tenancy Sustainment and Tenancy Turnover No. Indicator 22/23 23/24 24/25 3-year average Notes 16 Percentage of new tenancies sustained for more than a year, by source of let. These figures relate to tenancies which commenced between April 2023 and March 2024. Overall sustainment has remained relatively stable over this period. Despite showing a slight dip in percentage terms the actual number of homeless applicants sustaining their tenancy increase to 334 from 275 for the previous reporting year. Existing tenants 95.2% 94.1% 95.6% 95.0% Homeless applicants 91.6% 86.5% 85.4% 87.8% Housing List applicants 94.5% 91.8% 91.6% 92.7% Other 0.0% 89.4% 0.0% 89.4% Overall 95.3% 90.5% 90.3% 91.5% 17 Percentage of lettable houses that became vacant in the last year. 7.2% 7.8% 7.0% 7.3% The number of lettable houses that became vacant in the year reduced to 793 compared to 896 last year. 18 Percentage of rent due lost through properties being empty during the last year. 1.90% 1.45% 1.30% 1.51% This indicator continues to improve.
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5 Housing Options and Access to Housing No. Indicator 22/23 23/24 24/25 3-year average Notes 19 Number of households currently waiting for adaptations to their home 177 58 27 77 During 2024/25 the Service completed 318 adaptations, 38 more than last year. At the end of March 2023/24 there were 27 households waiting for an adaptation compared to 58 in the previous year. The average time to complete adaptations improved to 43 days from 50.4 days. 20 Total cost of adaptations completed in the year by source of funding (£) £769,216 £702,435£649,895 £707,182 21 Average time to complete adaptations 96.0 50.4 43.0 58.6 22 Percentage of the court actions initiated which resulted in eviction and the reasons for eviction. 5.0% 35.5% 23.5% N/A In the last year 136 court actions were initiated. From these 29 properties were recovered due to non-payment of rent and a further 3 recovered due to anti-social behaviour. Non-payment of rent 4.4% 34.0% 21.3% Anti-social behaviour 0.6% 1.4% 2.2% Other 0.0% 0.0% 0.0% Homelessness No Indicator 22/23 23/24 24/25 3-year average Notes 24 Homelessness (LAs only) – the percentage of homeless households referred to RSLs under section 5 and through other referral routes. 28.2%30.9%31.6% 30.3% The Council continues to work with RSL partners to refer households through the section 5 and Nomination Agreement routes. The actual number of houses let to homeless applicants by RSLs increased in 2024/25 and has improved, in line with our Rapid Rehousing Transition Plan. Note: Indicator 23 is for RSLs only 1.6 Getting Good Value from Rents and Service Charges Value for Money No. Indicator 22/23 23/24 24/25 3-year average Notes 25 Percentage of tenants who feel that the rent for their property represents good value for money. (a)83.4% (b)70.3% (b)70.3% 76.7% The most recent data relates to the survey conducted in 23/24. The average is the average of the previous two surveys. Sources: (a) 2022 Tenant Satisfaction Survey (b) 2024 Tenant Satisfaction Survey
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6 Rents and Service Charges No Indicator 22/23 23/24 24/25 3-year average Notes 26 Rent collected as percentage of total rent due in the reporting year. 100.0%100.4% 100.7% 100.4% Last year £54,161,465 rent was collected which was more than the amount due (£53,757,235). 27 Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. 8.6% 8.3% 7.1% 8.0% There has been a reduction in the level of gross rent arrears over the past year. 28 Average annual management fee per factored property. £108 £108 £108 £108 The Annual management fee remained the same as last year. 29 Percentage of factored owners satisfied with the factoring service they receive. 71.2% 72.8% 63.8% 67.2% 207 owners responded to our annual survey, 132 were either satisfied or very satisfied with the service they received. 30 Average length of time taken to re-let properties in the last year. (days) 60.6 50.4 37.3 48.8 There were 1,017 re-lets in 2024/25. There has been improvement in the average re-let times. Our void turnaround times and processes remain an area of primary focus for the service, and we will continue to look for improved ways of working. (29) Source: Annual owners services survey 1.7 Other Customers: Gypsies/Travellers No. Indicator 22/23 23/24 24/25 31 Gypsies/travellers – Average weekly rent per pitch. Currently there are no gypsy/traveller sites in Renfrewshire. 32 For those who provide sites – percentage of gypsies/travellers satisfied with the landlord’s management of the site.
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7 Core Contextual Indicators 2.1 Last year the Scottish Housing Regulator reduced the number of contextual indicators from 32 to 6, these relate to the stock and profile of our service users. Not all of these are reported by local authorities. The core contextual indicators are included in the table below: No. Indicator 22/23 23/24 24/25 C2 Number of lets during the reporting year, by source of let Existing tenants 270 215 247 Housing List applicants 291 297 324 Mutual Exchanges 10 0 0 Other sources 66 46 11 Homeless applicants 318 391 450 Total number excluding exchanges 945 949 1,032 C3 Number of lets during the reporting year General Needs 898 900 983 Supported Housing [sheltered housing only] 47 49 49 C14 Types of tenancies granted for the reporting year Occupancy agreements 0 0 0 Short SST 4 1 5 SST 941 948 1,027 C15 Housing Lists New applicants 2,694 2,964 4,089 Applicants on list at end of year 4,951 4,964 5,425 Suspensions 46 64 64 Cancelled 3,163 2,994 3,107 C4 Abandoned properties 101 114 93 C30 Number of notices of proceedings issued 622 501 583 The number of orders for recovery of possession granted during the reporting year 38 78 55 C29 Average number of reactive repairs completed per occupied property 3.6 3.1 3.6 C16 The Landlord’s wholly owned stock 12,216 12,305 12,078 C17 Stock by house type House 2,755 2,789 2,758 High Rise 1,002 1,005 1,005 Tenement 4,601 4,610 4,578 4 in block 2,795 2,825 2,678 Other flat/maisonette 1,063 1,076 1,059 C20 Number of self-contained properties void at the year end 546 546 346 Void for more than 6 months 207 146 104 C5 Rent increase 5.5% 6.0% 7.5% C6 Number of households for which landlords are paid housing costs 7,377 7,119 7,204 Value of direct housing cost payments received during the year £27,539,258 £29,505,217 £32,626,787 C7 Percentage of former tenant rent arrears written off at the year end 27.48% 26.99% 40.60%
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8 Management Information 3.1 Allocations and Managing Tenancy Change There were just under 5,500 applicants applying for housing in 2024/25 (Graph 1). This is around 500 more than the previous year. The origins of their applications remained proportionally similar to the previous year (Graph 2). Graph 1 (Applicants on housing list) Graph 2 (Source of application) In 2024/25, 1,032 properties were let by the Council. Most of these lets (85%) were made through the group system (Graph 3), this is an increase of almost 10% points from last year (76%). The decrease in lets outwith the group system can be attributed to the relative decrease of lets through the regeneration programme (114 in 23/24 to 43 in 24/25). (Graph 4) Graph 4 (Lets out with the Group system) Graph 3 (Number of lets) Within the group system, 52% of lets went to Group 1 (Homeless) applicants (Graph 5). This is around the same as last year 54%. 0 1000 2000 3000 4000 5000 6000 22/23 23/24 24/25 Applicants on Housing List Number of applicants on housing list - at 31st March 2024 Of which number who have their application on hold 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% Source of allocation 22/23 % 23/24 % 24/25 0 200 400 600 800 1000 22/23 23/24 24/25 Lets Lets outwith group system Lets through group system 0 100 200 300 22/23 23/24 24/25 Lets outwith group system Sheltered Special Lets Regeneration
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1 Graph 5 (Lets and targets) Lets by property type is broadly similar to the previous year with tenement flats accounting for around 50% of lets. (Graph 6). Graph 6 (percentage of lets by property type) Council nominations for RSLs reduced from 19 in 2021/22 to 12. The number and percentage of Section 5 Lets was broadly the same as 2021/22 (Table 1, Graph 7). Nomination & S5 Lets Council nomination lets % of overall lets to Council nominations Section 5 lets % lets to Section 5 % overall lets to Council General stock Specialist/sheltered/supported Total stock 22/23 48 11 7.6% 171 26.5% 29.6% 23/24 19 3 3.5% 183 36.8% 32.4% 24/25 12 6 2.8% 207 39.4% 35.4% Table 1: Nominations and Section 5 = general stock only (excludes specialist) 0% 10% 20% 30% 40% 50% 60% Statutory Homeless Mobility General Applicants (not landlord’s own tenant) Transfer Applicants (with housing need) Transfer Applicants (no housing need) Lets and Targets 23/24 24/25 Targets 0 10 20 30 40 50 60 22/23 23/24 24/25 Lets by property type Tenement Flat Own Door Flat Multi-storey Flat House Other
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2 Graph 7 Nominations and Section 5 = general stock only (excludes specialist) 25.00% 30.00% 35.00% 40.00% 0 100 200 300 22/23 23/24 24/25 Nominations and Section 5 Council nomination lets General stock Council nomination lets Specialist/sheltered/supported % of overall lets to Council nominations Section 5 lets Total stock % lets to Section 5 % overall lets to Council
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3 3.2 Repairs In 2024/25 just over 43,500 repairs were carried out and 93.2% were completed within the target timescale. This is around the same as 2023/24 where over 43,700 repairs were complete with 93.1% completed within the target timescale. 98% of Emergency repairs were completed within target time and just under 91% of non-emergencies met their target time. Graph 8 provides information on Customer Contact Centre performance in relation to housing repairs calls. This shows the volume of calls in 2024/25 and the outcomes for calls received. Just under 70,000 calls were made to report repairs and 93% of these were answered, which is the same as last year. 58% of all attempted calls were answered within the 40 second target (Graph 9), which is 5 percentage points below last year. Graph 8 (CCC Calls answered/abandoned) Graph 9 (CCC Calls answered in 40 seconds) 3.3 Homelessness and Housing Advice 2024/25 saw a similar number of the number of people presenting as homeless that require assessment, whilst there was an increase in the number threatened with homelessness and a similar rise in the number of applications where the Council has a statutory duty to re-house. This is symptomatic of the pressures faced with e service and reflected nationally. The proportion of assessments completed within 28 days remains high at 97.8%, an increase from last year (95.2%) (Graph 10). 0 20,000 40,000 60,000 80,000 24/25 Contact Centre Calls Total Calls Attempted Calls Answered Calls Abandoned 50% 55% 60% 24/25 Calls answered in 40 seconds % answered calls answered within 40 sec target % of all attempted calls answered within 40 sec target (service level)
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1 Graph 10 (Homelessness, applications and decision making) Satisfaction with the quality of advice (96.6%), the quality of temporary accommodation (94.7%) and the overall quality of service received (95.5%) remains high. (Graph 11). Graph 11 (Homeless Services satisfaction) 92.00% 94.00% 96.00% 98.00% 100.00% 102.00% 0 1000 2000 3000 4000 22/23 23/24 24/25 Application and Decision Making Number of homeless applications requiring assessment Total number of service users – those who were homeless, threatened with homelessness, or requiring housing options advice. Number of applications assessed as ‘homeless or threatened with homelessness’ (i.e., the Council had a duty to rehouse) Proportion of assessments completed within 28 days 90.00% 92.00% 94.00% 96.00% 98.00% 100.00% 22/23 23/24 24/25 Homeless Satisfaction % pleased with the quality of advice and information they were given % pleased with the overall quality of the service they received. % Satisfied with temporary accommodation
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2 3.4 Rent Arrears Arrears performance has continued to improve, graph 12 that the annual rental income due to be collected is over £53.7 million. At the end of March 2025, just over £1.7 million was owed in arrears which is an improvement on the previous year’s figure of £2.1million. Graph 12 Rent arrears value Graph 13 shows the recovery action taken, last year saw an increase in the number of notices called to court and a small increase in the number of evictions. Average calling times to court have increased by just under one week, Graph 14. Graph 13 Recovery action Graph 14 Court calling time 5,000 6,000 7,000 8,000 9,000 10,000 11,000 12,000 13,000 £0 £10,000,000 £20,000,000 £30,000,000 £40,000,000 £50,000,000 £60,000,000 22/23 23/24 24/25 Current Tenant Rent Arrears Annual Rental Income Total Arrears Owed All Number of Tenants 0 200 400 600 800 22/23 23/24 24/25 Recovery Action NPRP issued All Cases calling at Court Decrees Granted Evictions enforced S/Officer 0 2 4 6 8 10 12 14 22/23 23/24 24/25 Recovery Action, Court Time Average time first calling (weeks) Average time recalled at court (weeks)
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Graph 15 highlights the status of debt from post and pre court. The amount of debt pre court has decreased whilst there has been a slight increase in the post court debt. Overall the amount of debt is reducing. Graph 15 Status of rent debt Graph 16 provides a profile of arrears by value. There has been reduction in total arrears across all the value bandings. Graph 17 shows the amount owed by tenants by age profile again shows that there has been a reduction in arrears across all the age bandings. Graph 16 Arrears by value Graph 17 Arrears age bands £0 £500,000 £1,000,000 £1,500,000 £2,000,000 £2,500,000 £3,000,000 £3,500,000 22/23 23/24 24/25 Status of rent debt Arrears Pre-Court Arrears Post Court Arrears Rent Direct TOTALS £0 £500,000 £1,000,000 £1,500,000 £2,000,000 £2,500,000 22/23 23/24 24/25 Arrears by value Over £1,000 Between £500 & £1,000 Between £250 & £500 Under £250 TOTALS £0 £500,000 £1,000,000 £1,500,000 £2,000,000 £2,500,000 22/23 23/24 24/25 Arrears by Age Under 25 years Between 25 & 49 years Between 50 & 60 years Over 60 TOTALS
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1 Graph 18 provides summary information on benefit levels comparing with previous years. Benefit uptake remains high with 77% of our tenants in receipt of some form of benefit. Graph 18 Housing Benefit 75% 76% 76% 77% 77% 78% 0 2,000 4,000 6,000 8,000 10,000 12,000 22/23 23/24 24/25 Housing Benefit Number of tenants Tenants with benefit Tenants without benefit % in receipt of Housing Benefit
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Scottish Social Housing Charter Outturn Report 22/23 2 Environment, Housing and Infrastructure Renfrewshire Council Renfrewshire House Cotton Street Paisley PA1 1BR